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technical support ii resume example with 18+ years of experience

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Jessica Claire
Montgomery Street, San Francisco, CA 94105 (555) 432-1000, resumesample@example.com
Summary
  • Committed and motivated Administrative Assistant with exceptional customer service and decision making skills. Strong work ethic, professional demeanor and great initiative.
  • Seeking to support personal computer, end users and/or direct, establish, plan and implement the policies and procedures that support an organization's personal computer and networking support services. Highlight of Qualifications
  • Nineteen years of experience in Windows-based and Microsoft software systems.
  • Competent to think independently and quickly resolve issues as well as work very well within a team.
  • Demonstrated ability to follow directions, do above and beyond what is required and produce exemplary results.
  • Expert knowledge of PC setup and installation, as well as various peripherals, data entry, and file updating. -Excellent written and verbal communication skills including strong customer focus.
  • Strong organizational and time management abilities.
  • Experienced with DOS Commands, Microsoft Windows OS and Microsoft Suite Applications.
  • Knowledgeable and professional Receptionist skilled in administrative support and customer service. Bringing 10 years of experience managing fast-paced, front desk operations. Strong planning, problem solving and communication skills.
Skills
  • Directing visitors
  • Detailed meeting minutes
  • Transmitting files
  • Meeting planning
  • Excel spreadsheets
  • Sensitive material handling
  • Business writing
  • Routing correspondence
  • Managing office supplies
  • Document retrieval
  • Human resources best practices
  • Faxing documents
  • PC proficient
  • Program file distribution
  • Advanced MS Office Suite knowledge
  • Microsoft
  • Technologically savvy
  • Mail management
  • Organization and efficiency
  • Public relations
  • Customer relations
  • Problem resolution
  • Proofreading
  • Meticulous attention to detail
  • Report development
  • Understands grammar
  • Time management
  • Appointment scheduling
  • Professional and mature
  • Inventory control
  • Self-directed
Experience
07/2019 to Current Technical Support II Engility Corporation | Anaheim, CA,
  • Anticipated and Responded to customer needs.
  • Detail oriented while taking notes to resolve computer and/or peripheral issues Trained customers in resolving issues such as applications in Microsoft Word Excel, and Outlook.
  • Proficient understanding of all written materials and sent information to customers via email.
  • Worked in a support role with other team members, performing both administrative and directed tasks Endorsed IT goals, objectives and all Service Level Agreements on a consistent basis.
  • The ability to communicate information and ideas in speaking so others will understand.
  • Check and ensured that appropriate changes were made to resolve customers' problems.
  • Refer unresolved customer grievances to designated departments for further investigation.
  • Communicated and demonstrated the ability to speak clearly so other can understand me.
  • Technical Writing.
  • The ability to communicate information and ideas so it is understood by others.
  • Observing, receiving, and otherwise obtaining information from all relevant sources.
  • Maintain records and files of work and revisions.
  • Edit, standardize, or make changes to material prepared by other writers or establishment personnel.
  • Communicate effectively in writing as appropriate for the needs of the audience.
  • Accomplished in the use of a RSA SecurlD token.
  • Experienced in troubleshooting, diagnosing and resolving issues with laptop and computer configurations; including CISCO network connectivity and personal computer peripherals.
  • Accountable for daily performance of computer servers by keeping a reboot log.
  • Successfully provided resolutions in all networking issues while working with customer remotely.
  • Documented and defined upgraded software issues with the development team.
  • Analyzed and recreated reported software problems; assisted in documentation and definition of issues for development team.
  • Trained customers on computer-systems and operations over the phone with great customer satisfaction.
  • Accountable for daily performance of computer servers by keeping a reboot log.
  • Repaired and replaced computer/laptop hard drives, computer Motherboards, and memory.
  • Kept records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
  • Troubleshot daily IT desktop client issues, supporting multiple departments and various offices.
  • Directed customer communication to appropriate department personnel, in addition to providing information to resolve inquiries and bolster customer satisfaction.
  • Liaised between internal and external stakeholders, providing updated project status and performance reports.
  • Developed and authored technical information for internal and external utilization.
  • Developed and maintained platform-specific documentation, comprising operations manuals, engagement model documentation and training material or collateral.
  • Assisted in technical support process refinement to improve customer service and support.
  • Identified and resolved issues using latest patches, releases, virus detection and troubleshooting techniques.
  • Provided technical support to customers by identifying causes of problems, researching and offering effective solutions.
  • Recorded help desk calls by documenting issues, solutions and closing tickets.
  • Consistently responded to customer service emails within standard window for optimal response.
  • Explained technology-related details in easy-to-understand terms to individuals from all walks of life and in various job positions.
  • Responded to support tickets within 15 minutes to improve customer service.
  • Assisted end-users with software and hardware troubleshooting to determine causes of system malfunction.
06/2009 to 07/2016 Helpdesk Support Specialist 1 Saic - Science Applications International Corporation | City, STATE,
  • Held several positions while employed with company.
  • Updated instruction booklets and publications.
  • Wrote easy-to-understand user interface text, online help and developer guides.
  • Created user documentation for various materials, including how-to guides and instruction manuals.
  • Edited documents for grammar, clarity, content and formatting.
  • Completed writing assignments according to set standards regarding order, clarity, conciseness, style and terminology.
  • Established consistent and repeatable process for technical documentation within global team.
  • Troubleshot daily IT desktop client issues, supporting multiple departments and various offices.
  • Assisted customers with Hardware and Software technical issues via email, live chat and telephone.
  • Consistently responded to customer service emails within standard window for optimal response.
  • Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
  • Maintained calm, professional demeanor when faced with high demand, high volume workloads.
  • Received inbound phone calls from customers to provide first-level support and remotely troubleshoot issues with service, equipment or customer accounts.
  • Communicated with customers to identify issues, walk through solutions and initiate corrective actions to restore service and functionality.
  • Responded to assistance requests from users and directed individuals through basic troubleshooting tasks.
  • Resolved customer complaints and concerns by applying strong communication, conflict resolution and negotiation skills.
  • Documented and updated case notes for each customer and work order.
  • Maintained compliance with established and updated policies and procedures with minimal supervision.
12/1998 to 01/2009 IT Specialist/Smart Coordinator/Pricing Coordinator Farm Fresh Supermarkets | City, STATE,
  • SMART (Set weekly promos and pricing for stores) expert.
  • Maintained accurate inventory data by identifying and correcting pricing discrepancies.
  • Trained new team members on company policies and accounting systems to keep team operations productive and efficient.
  • Prepared products for sales floor by adding tags and readying pallets or restocking.
  • Pleasantly helped customers by finding requested items, boosting store revenues and improving retention rates.
  • Operated office equipment and technology, including printers, pricing guns and Telxons.
  • Updated signage to reflect current prices and help promote target merchandise.
  • Drafted technical documents, including whitepapers, user manuals, implementation documentation and support base entries.
  • Responded to support tickets within 15 minutes to improve customer service.
  • Provided local and remote Tier 1 IT support for hardware and software to company personnel.
  • Responded to assistance requests from users and directed individuals through basic troubleshooting tasks.
  • Consulted via telephone to understand user problems, run through testing scripts and ask probing questions to locate root causes.
  • Documented repair processes and helped streamline procedures for future technical support actions.
  • Explained technology-related details in easy-to-understand terms to individuals from all walks of life and in various job positions.
  • Consistently responded to customer service emails within standard window for optimal response.
  • Responded to support tickets within 15 minutes to improve customer service.
Education and Training
Expected in 2020 to to Bachelor of Science | Computer Sciences Tidewater Community College, Virginia Beach Campus, Virginia Beach, VA, GPA:
Expected in 2018 to to Security +CE Re | , , GPA:
Expected in 2010 to to HDI Desktop Support Technician October 7, 2009 Security+ December 28 | , , GPA:
Expected in 2009 to to MCP#2402309 National Career Readiness Silver Certificate April 20 | , , GPA:
Expected in 2001 to to Microsoft Certified Professional (MCP) Certified | , , GPA:
Expected in 2000 to to A.A.S | Computer Electronics Technology, Computer Technology ECPI School of Technology, Virginia Beach, VA GPA:
GPA: 3.38

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Resume Overview

School Attended

  • Tidewater Community College, Virginia Beach Campus
  • ECPI School of Technology

Job Titles Held:

  • Technical Support II
  • Helpdesk Support Specialist 1
  • IT Specialist/Smart Coordinator/Pricing Coordinator

Degrees

  • Bachelor of Science
  • Security +CE Re
  • HDI Desktop Support Technician October 7, 2009 Security+ December 28
  • MCP#2402309 National Career Readiness Silver Certificate April 20
  • Microsoft Certified Professional (MCP) Certified
  • A.A.S

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